Aleiah Brown | Page 3

SAKOIYAJOHNSON44 responded

Hello Russ Darrow Honda, I have come to your dealership for my complementary oil changes for my 2021 Chevy Trailblazer on 3 different occasions and every time has had an issue. I call ahead and make the appointment yet when I arrive they do not have the proper tools available, most specifically the oil filter. Making a 15-30 minute oil change be 2 hours or more. I asked why the lack of preparedness is a constant issue and the desk attendant tells me that I must call and speak with one of them directly. I ask, how I am supposed to know that I need to call for a specific person if Im not told this when creating the appointment with a member of the Russ Darrow staff? Also, if you're unprepared for my oil change why not communicate this before starting my oil change? That way I can decide if I'd like to wait or reschedule. I had to come to speak with the attendant after an hour and a half of silence. When she should've come to provide an update after finding out about the filter. Additionally, they changed my oil plug on my vehicle twice before discussing with me and then told me I was required to pay for it in my next visit. I spoke with Chevrolet and they informed me that unless the oil plug is damaged in some way there's no need to replace it. Which I believe your dealership should've double checked, with me or Chevrolet, before making any changes. Its just been a overall overwhelming and frustrating experience for a routine maintenance appointment. I'm unsure on what more I can do. But I'd like to get this rectified.

SAKOIYAJOHNSON44 responded

Hello Russ Darrow Honda, I have come to your dealership for my complementary oil changes for my 2021 Chevy Trailblazer on 3 different occasions and every time has had an issue. I call ahead and make the appointment yet when I arrive they do not have the proper tools available, most specifically the oil filter. Making a 15-30 minute oil change be 2 hours or more. I asked why the lack of preparedness is a constant issue and the desk attendant tells me that I must call and speak with one of them directly. I ask, how I am supposed to know that I need to call for a specific person if Im not told this when creating the appointment with a member of the Russ Darrow staff? Also, if you're unprepared for my oil change why not communicate this before starting my oil change? That way I can decide if I'd like to wait or reschedule. I had to come to speak with the attendant after an hour and a half of silence. When she should've come to provide an update after finding out about the filter. Additionally, they changed my oil plug on my vehicle twice before discussing with me and then told me I was required to pay for it in my next visit. I spoke with Chevrolet and they informed me that unless the oil plug is damaged in some way there's no need to replace it. Which I believe your dealership should've double checked, with me or Chevrolet, before making any changes. Its just been a overall overwhelming and frustrating experience for a routine maintenance appointment. I'm unsure on what more I can do. But I'd like to get this rectified.